(I work at a call center for a company that sells phone, internet, and TV services. I work in Billing and Ordering. On this particular day, I receive a call from Tech Support. Note: Tech is often pawning their job on us, as sending a technician out hurts their stats.)

Me: “Thank you for calling [company]; how can I help you today?”

Tech: “Hi, I’m on the other line with a customer. Basically, his service hasn’t been working for weeks. We’ve sent out technicians so many times that they’re refusing to go to his location anymore. I need you to send out a new install technician.”

Me: “I don’t have the power to do that. I can send out a technician if the customer needs a new jack or outlet, but I don’t have power to send out a new install tech.”

Tech: “Yes you do. You need to disconnect this customer’s service and set up a new account so he can get someone out there.”

Me: “Sending a technician out is your job, but let me see what I can do…”

(At this point, I put the tech on hold and talk to my manager, as the situation sounds suspicious.)

Me: “Okay, sir, I talked to my manager and he informed me that it’s illegal to disconnect and reconnect services like that. He also informed me that a technician can’t just refuse to go to a customer’s location.”

Tech: “Let me speak to your manager, because it’s not going to be that easy!”

Me: “Give me one moment…”

(My manager is already prepared to take the call.)

Manager: “Sir, I can not… no, WILL NOT allow someone in my department to commit sales fraud. We will not sell a customer a service they already have. That’s illegal and could get the company in a lot of trouble. Do your job and stop trying to get MY reps fired!”

(My manager then escalated the call to the tech manager, who fired the tech on the spot!)